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Behavior, business coaching, Emotional Intelligence 2.0, Uncategorized

Steps to Overcome Imposter Syndrome

Can you tell who is the smartest person in the photo?

Of course not. However, when you use your Emotional Intelligence Spidey Sense, there are clues you can spot. In a Galaxy Far, Far Away . . . people used to say, Fake it ’til you make it” as a mantra. This bravado approach works to a point as long as it stands upon a level of truth. 

Imposter Syndrome can be normal for people in new circumstances, like a recently promoted associate to a management position.

• My advice is to step back and observe the team, the task, or new situation before jumping in and taking over.
• Actively listen to whomever is involved with the outcome of the project and engage them.
• Allow their contribution to count.
• Ask questions about what has been accomplished and what is the original vision for the outcome.
* Consider who assigned the task or project and what is that person’s stake in the outcome?
* Vigorously read about your industry and study how your company is positioned there.
* Attend webinars on aligning topics to broaden your perspective.Ask to be included in planning sessions. Your request demonstrates initiative and can make you more visible.

A proven power tool is to assess and raise the team’s and your Emotional Intelligence. Ask me how.

Access this useful tool here: A Letter of Authority

Consider these clues:

  1. Consider the language the person uses. Do they overuse “big” words to look important. For example, do they “utilize” rather than “use”?
  2. How does the person appear in posture?
  3. How do others react to this person?
  4. What is your take away when you interact with this person?

These are only starter mental notes. Start your own listing.

Action plan, business coaching, Emotional Intelligence 2.0

Nothing New about Engaging Employees for High Performance

Virtual Mastermind Project

Benefit from a team booster approach to resolve issues who have to resolve.

As I continue to earn CEUs for my coach certification, ~ 85% of topics relate to employee engagement. I question why this topic is such high priority with companies and my client?

Here is what I see:

·      Employee engagement is about purpose. It is a visceral response and agreement, by the employee, team or tribe member, to emotionally connect to a company or cause’s mission in the world. Millennials are strongly connected to this idea.

·      Generational communication issues are at play here. With technology as a buffer to actual human interaction, people have lost the social skills to engage in meaningful conversation and connection. For example, SnapChat filters deliberately mask to enhance a person’s post. They do not know how to act, the rules of engagement. This affects how they also perform in their work and how they respond to stress and challenges.

·      Those who read less and rely on visual stimulation have reduced their vocabularies. It is more difficult to accurate express their feelings and meanings without specific references.

·      Contemporary workflow relies on digital communications for perceived expediency. Face-to-face meetings often are viewed as time wasters—I suggest a lot of speculation occurs if questions are not asked for clarification.

·      Brain changes—Unfortunately, our 21st Century selves have not evolved from our 10,000-year-old selves that required bonding together for survival, language to share knowledge, and ways to express empathy.

·      There is an abundance of “talking” and yelling at each other through social media. Yet, these shallow encounters do not improve our social skills. We require abilities to negotiate, debate, and have civil discourse to maintain our humanity and raise our empathy and understanding of the world around us.

Here are my recommendations to acquire easy tools to accomplish this:

1.     Employees have immediate exposure to the mission during the on-boarding process. Provide an assignment for the next meeting so they will continue to interact with the statement. Why would they want about the employee values qualify them to be part of the company?

2.     Leaders model the behaviors they want on their team.

3.     Create symbols of the connection. (This is why logos are valuable.) Use colors, badges, ribbons, anything that the employee can use as a pride link. Explain what they mean. This can be a systemwide project to have everyone on board. Make a memorable experience. Prizes work well here.

4.     Provide continuous engagement with messages throughout the company’s universe as snippet reminders of why the employee has a job to do—how we treat people, attitudes toward work, screen savers, posters, and awards.

5.     Have a VMP™ (Virtual Mastermind Project) experience in your organization. Here all levels are on equal footing-think King Arthur’s round table.

6.     Make a big deal—recognition of behaviors by leadership that advance the mission go far to have others see what is respected in the company. Have levels, like in games, to achieve. Give employees “bragging rights”, which encourage confidence and pride.

7.     Company culture becomes an ecosystem throughout which the mission is expressed. For example, this principle aids in decision making, because if an idea is not connected to the mission, it is stored for future reference without wasting current resources.

Remember, that which gets measured gets done. That which gets done gets rewarded. That which gets rewarded gets repeated! Anonymous

I am eager to hear your feedback. Thank you in advance. MC



Lost in Menu Land! Who’s Really in There Anyway?

Voice mail menus

We know you’re in there!

Part of Futurize Your Business Series

Who’s Really in There Anyway? Lost in Menu Land!

Voice mail is an effective communication tool when used with respect and consideration.

THINK! When you call a friend. business or require service. what is on your mind?

You want to satisfy a need that motivated you to call in the first place, right!
There are several aspects of filling that need—reassurance, promise, delivery, ongoing service!

So, how comforting to the caller is it to be immediately put on hold? You’ve already
disrupted a trust point.

My recommendation is not to answer the call until you are ready to handle the query.
Better to go to a friendly voicemail, but you must promptly return the call.

Another powerful reassurance tool is tone of voice. The caller usually can’t see you unless using VoIP.
Now analyze your own voice mail message, how does your voice sound? Are you enthusiastic or lethargic?
Are you out of breath, do you sound sincere, is your voice tired and meek, do you mumble and stumble?
Do you sound distracted (translation is not paying attention)? These subtle cues transmit over the call.

Sound attracts! Perk up your tone of voice by taking three deep breaths before recording your message.

Vocal delivery counts. Are you memorable? Can prospects hardly wait to meet you?
Refreshingly different and unexpected entertainment value is compelling.
Personally, I change my phone message frequently so the message isn’t stale.
Consistent positive feedback tells me callers are listening.

Now to the message itself . . . It is not a multiple-choice exam!

Omit you’re either on the phone or helping others. How does that help the caller; it is frustrating.
Instead, provide an expected call back time or a reference to someone else who can serve them.

What are you promising?

Content defines your promise. Consider the hidden message when a caller hears,
We’re either on the phone or out of the office“. TRANSLATION — “you can’t catch me,
and I will get to you when I darn well please!”
Slip into the caller’s moccasins, and you will remember what frustration is.
It’s subtly confrontational to the caller and destroys confidence, an integral part of building trust, that you’ll be there when they need you!

Disappointment spreads.

People are contacting you for a reason, and they become disappointed when faced
with a multiple choice menu like, “We’re either on the phone or in the refrigerator!
What difference does it make to the caller? You haven’t answered their desire for information!
Remember how you want them to feel when they hang up the phone!

Why This Information Matters for You

In our short-attention span world, people want an instant response or at least information to keep them interested.
Also, consider the primary language of your audience.  Deliver your message with that option.

How do you measure up?

  1. Consider your call-back ratio. Do people return your calls?
    Ongoing service…Will they think of you when their need dictates again?
    Successful communication flows two ways. It requires accessibility to keep
    a fluid flow. Communication and accessibility are the foundations
    for exceptional customer service. They will set your business apart from
    most. Be available, or prospects and clients will go somewhere else.
  2. Tone of voice—do your prospects want to hear from you again?
    Your voice sets a tone for a future relationship. Will prospects enjoy the sound of your voice
    and hearing from you? Listen for a nasal quality, juvenile tone of voice, or mumbling.
    If you’re uncomfortable, have someone else record for you.
    Pick someone’s voice that you admire. (Practice with a camcorder or tape player.)

    • Enthusiasm evokes attention! Your message is a promotional opportunity.
    • Confidence is contagious and people want to work with you. Teach them how.
    • Greet your callers with a smile in your voice. You’re welcoming them to do business with you.
    • Write what you’re going to say before you record so there is no to do business with you.
    • Write what you’re going to say before you record so there is no hesitation.

Sample Tactics

  • Write what you’re going to say before you record so there is no question as how to do business with you.
  • Write what you’re going to say before you record so there is no hesitation.

Here is a voice mail formula that has worked well for me:

  1. Identify your business name. Welcome to (business name)!
    You’ve reached (your name.)
  2. Use a quick, memorable statement about your business. (A tagline is useful.) Consider tying in a current event or community item.
  3. Offer alternative ways to communicate with you depending on the circumstances. The best time to reach you, general business hours, appointments available? They can use this data. (pager, fax, alternate phone number, etc.)
  4. Define when a reasonable response can be expected (within 48 hours, by 6 p.m. today?).
  5. Refer to someone else if you’re gone for more than two days. “We’re on vacation until (date). Please contact (name) if you need immediate assistance. We will follow-up with you when we return. Thank you for your interest in (business name).

Ongoing service—Will they think of you when their need dictates again? Give them a memory hook.

Think of your voice message as an audition. It’s that important to portray confidence and personality.

Successful communication flows two ways. It requires accessibility to keep a fluid flow. Communication and accessibility are the foundations for exceptional customer service. They will set your business apart from most. Be available, or prospects and clients will go somewhere else.

We can help!

If you would like to create a customized message or a variety set of different scenarios including voice over, please call Michelle Cubas, Positive Potentials, (480) 510-7166 for details. Also, other language versions are available.

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